Director, Conversational AI – Content, Risk and Governance

Charles Schwab Inc.•Austin, TX

1d•$185,000 - $256,000•Onsite

About The Position

At Schwab, the Director, Conversational AI leads the product-management function responsible for making conversational AI experiences safe, accurate, useful, explainable, and operationally scalable. The role shapes product, content, knowledge, risk, quality, and governance strategies supporting Schwab Assistant, Charley AI, enterprise search, and emerging generative and agentic capabilities. Working across product, technology, design, service, legal, compliance, security, and risk, the Director establishes practical standards and controls from use-case evaluation through launch, monitoring, and continuous improvement. The role uses client feedback, testing, analytics, and operational insights to identify problems, make thoughtful tradeoffs, and improve experience quality through content creation, risk management, and established business oversight of one or multiple generative AI digital capabilities. The Director also builds and develops a multidisciplinary team, clarifies accountability across partners, and helps Schwab responsibly expand AI capabilities while protecting client trust and operational resilience. The selected candidate is expected to work on site in the specified location(s).

Requirements

Bachelor’s degree or equivalent skills and experience in business, technology, product management, or a related field.
Active General Securities Principal Qualification Series 24.
15 years of experience leading digital product-management teams and managing products through strategy, launch, ongoing operations, and continuous improvement.
10 years of demonstrated people leadership experience, including hiring, coaching, delegation, performance management, organizational design, and leadership development.
10 years of experience with conversational AI, generative AI, search, knowledge management, machine-learning products, chatbots, or comparable digital-assistance capabilities.
5 years of experience establishing or operating product governance, risk-management, control, quality-assurance, or launch-readiness practices.
Ability to translate complex technical, regulatory, operational, and client considerations into clear product decisions and measurable outcomes.
Demonstrated ability to influence senior leaders and build effective partnerships across product, technology, design, operations, legal, compliance, security, and risk.

Nice To Haves

Master’s degree in business, technology, product management, or a related field.
Experience developing content strategy, knowledge architecture, structured content, or enterprise content-management practices.
Technical knowledge of large language models, retrieval, search, evaluation, monitoring, data, content-management systems, and platform architecture.
Working knowledge of financial-services regulations, control environments, model governance, or related risk-management expectations.
Strong strategic thinking, problem-solving, written communication, facilitation, and executive-presentation skills.
Demonstrated success leading through ambiguity, organizational change, and evolving technologies while balancing client value, delivery speed, feasibility, risk, and sustainable execution.

Responsibilities

Lead the product-management function for safe, accurate, useful, explainable, and operationally scalable conversational AI experiences.
Shape product, content, knowledge, risk, quality, and governance strategies for Schwab Assistant, Charley AI, enterprise search, and emerging generative and agentic capabilities.
Establish practical standards and controls spanning use-case evaluation, launch, monitoring, and continuous improvement.
Use client feedback, testing, analytics, and operational insights to identify problems, make tradeoffs, and improve experience quality.
Oversee content creation, risk management, and business governance of one or multiple generative AI digital capabilities.
Build and develop a multidisciplinary team and clarify accountability across partners.
Partner across product, technology, design, service, legal, compliance, security, and risk.
Support responsible expansion of AI capabilities while protecting client trust and operational resilience.